At its heart, hospitality is about people serving people.
While guests experience this concept every day in Hilton hotels around the world, that same spirit of care is how Hilton supports the nearly 500,000 team members who bring that hospitality to life and who are supported by a strong purpose: to spread the light and warmth of hospitality. The industry leader has long understood the connection between purpose, culture and business performance. By investing in team member wellness, inclusion, growth and purpose, Hilton has built a workplace culture that empowers people, enhances guest satisfaction and strengthens its business.
Hilton’s Thrive at Hilton program is the foundation of its team member benefits and rewards strategy. The holistic program provides resources that support team members’ physical, mental, and financial wellbeing — ensuring that individuals can bring their whole selves to work and thrive both professionally and personally.
Meeting the Needs of Caregivers
Through the COVID-19 pandemic, using Thrive at Hilton as its guide, the hospitality leader realized it needed to prioritize mental wellbeing efforts that reduced the stigma often associated with mental health issues and equipped team members with effective resources when and where they needed them. At the same time, it realized that team members weren’t just working to take care of themselves, but juggling professional responsibilities and taking care of others, including sick, disabled, or elderly family members, children and pets.
To provide more personalized assistance, Hilton expanded its support in 2022 through Wellthy, a platform offering concierge caregiving services. Team members are matched with dedicated care coordinators who assist with logistics such as identifying the right in-home aide, handling a move into an assisted living facility, evaluating and recommending babysitters and nanny agencies, coordinating daily tasks for aging seniors, contesting medical bills, finding support for veterans, and more. So far, Wellthy has saved more than 2,400 Hilton team members over 25,000 hours of administrative work.
So far, Wellthy has saved more than 2,400 Hilton team members over 25,000 hours of administrative work.
Access to Mental Healthcare – When It’s Needed
In 2022, Hilton launched the Care for All Hub– a comprehensive, global resource to support caregivers through every stage of life. The platform offers on-demand content including tip sheets, webinars, articles, and eCourses on topics such as eldercare, childcare, pet care, and self-care. For leaders looking to support fellow team members, manager learning modules and mental wellbeing-focused bulletin boards help them foster supportive environments.
In 2024, through further feedback and data analysis, Hilton learned that wait times for mental health professionals could stretch from a week to a month or more on average — too long for those in need of timely support.
Hilton responded by upgrading its EAP in the U.S., which expanded the network of mental health professionals by 9,000 and reduced the average appointment wait times to just 1 day. Lyra Health gives team members access to an easy-to-use digital platform to schedule therapy or coaching sessions, create self-care plans and access a robust library of wellness content. When team members or their families need additional care, behavioral health visit copays are as low as $5.
When team members or their families need additional care, behavioral health visit copays are as low as $5.
For team members who are suffering from or caring for those with substance use disorder, Hilton maintains an ongoing partnership with Shatterproof, an organization whose mission is to end addiction in the United States. U.S.-based team members can access articles, lessons, videos, and relevant benefits information, which is continuing to evolve and develop this year.
Hilton also offers access to Thrive Global’s behavior change mobile app, featuring science-backed micro-steps designed to support team members with maintaining and improving their wellbeing.
Providing Hospitality in Life’s Hardest Moments
When team members are grieving a loss, Hilton’s Crisis Concierge resource is designed to provide personalized support when it’s needed most. Crisis Concierge assigns the impacted individual a contact on the Hilton benefits team to ensure their managers and families have a direct point of contact. Hilton benefits team members have been trained to support with logistical considerations like plan payouts and end-of-life arrangements, as well as with emotional needs. Crisis Concierge also provides access to a community forum that connects team members with others experiencing loss.
Taking a Moment to Pause with Thrive Reset
Now in its ninth year, Hilton team members from around the world can apply for the time and resources to live a dream, give a dream or recharge by taking care of themselves or others, or to pursue a passion that helps them grow personally or professionally through Hilton’s Thrive Reset or Thrive Sabbatical programs. The Thrive Sabbatical program, available to team members working in corporate offices or at Hilton’s managed hotel properties, provides one month of paid time off along with a $5,000 grant. The Thrive Reset program, accessible to all team members including those at franchised properties, offers one week of paid time off and a $2,000 grant. Previous grantees have used their Resets and Sabbaticals to focus on caregiving, reconnecting with family, and prioritizing self-care.
The Thrive Sabbatical program, available to team members working in corporate offices or at Hilton’s managed hotel properties, provides one month of paid time off along with a $5,000 grant. The Thrive Reset program, accessible to all team members including those at franchised properties, offers one week of paid time off and a $2,000 grant.
A Culture Driving Performance
Benefits like these are helping Hilton build a culture of people supporting people, and the results speak for themselves: Hilton’s team member turnover rate is half the industry average in the accommodations and food service sector and for the fourth time, Hilton was named the No. 1 Best Company to Work For in the U.S. by Great Place to Work and Fortune this year.
For more information on Hilton’s expansive team member benefits, its award-winning workplace culture and the many kinds of jobs available, please visit jobs.hilton.com